Call Center Agent x2 Icypeed Logistics Zambia Limited

ROLES PURPOSE:

The Call Centre Agent will handle inbound and outbound calls from customers on behalf of our clients, addressing inquiries, resolving issues, and providing excellent service. The ideal candidate should have strong communication skills, attention to detail, and a passion for assisting others.

RESPONSIBILITIES AND DUTIES:

• Manage large amounts of inbound and outbound phone calls
• Manage social media platform inquiries on WhatsApp and Facebook
• Manage/ update client database
• Identify and assess customer’s needs to achieve satisfaction
• Build sustainable relationships and trust with customers through interactive communication
• Provide accurate, valid and complete information by using the right methods/tools available
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Take the extra mile to engage customers
  Keep records of customer complaints, interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Process payments for shipments (UK and South Africa) when necessary
• Send monthly reports at the end of each month to the HOD with the MD.
• Any other duties as may be assigned

MINIMUM EDUCATION AND SKILLS:

• Diploma in Public relations or any business-related field
• At least 2 years’ experience as a call center agent or customer support role
• Knowledge of customer service practices and principles
• Customer focus and must be able to handle different personality types
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication skills
• Ability to handle stressful situations appropriately
• Ability to multi task, set priorities, and manage time effectively